About Genesys Cloud

Learn about the features that Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3 offer and see how they compare with Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital.

• Overview of Genesys Cloud
• Genesys Cloud feature matrix
• System requirements
• Assign a license add-on

The Genesys Cloud routing features allow you to create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect. Predictive routing enables you to use machine learning to optimize your key performance indicators (KPIs) by matching each interaction with the available agent that is best able to handle it. 

• Speech-enabled IVR (routing and predictive routing)
• Voicebots and chatbots

Genesys Cloud allows your agents to chat and instantly share ideas with people inside your organization; send and receive emails and SMS messages; respond to respond to customer interactions from various asynchronous messaging channels. Agents can see and interact with a customer’s view of your website and customers can share an application or the entire desktop with agents during an interaction. 

• Chat, video chat, and ACD emails
• Co-browse and screen share
• SMS messaging
• Messaging
• Web messaging

Architect helps route interactions to agents, queues, voicemail, external numbers, or other flows. Callbacks provide assistance for busy agents and provide an extra level of service to customers who encounter wait times.

• Inbound voice routing
• Voicemail
• Callback (IVR and web)

Reach out to prospects and customers by running outbound dialing and digital campaigns that contact lists of people in accordance with programmable rules.

• Voice and dialing digital campaigns and inbound/outbound blending

Use a comprehensive set of unified communication, quality management, workforce management, employee performance and engagement management, and analytics tools to manage your workforce efficiently and improve their performance and in turn improve your contact center experience. Provide agents in your organization with the tools and motivation to improve their performance with development and feedback training modules and gamification. 

• Unified Communication
• Interaction recording and screen recording
• Quality management and compliance
• Workforce management
• Employee performance and engagement
• Speech and text analytics

Discover, research, and connect with a broad range of customer service applications, integrations, and services that address your unique needs in AppFoundry. Use the Genesys Cloud Platform API to control all aspects of your Genesys Cloud environment.

• Access to AppFoundry Marketplace
• Platform APIs

Managers, supervisors, and agents can use dynamic views, dashboards, and reports to see contact center performance and metrics.

• Real-time and historical views, historical reporting, and performance dashboards